Agent burnout Metrics Schedule adherence Study 
Playvox
JANUARY 11, 2024
According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness. In addition, WFM solutions can provide agent-level tracking to help with performance management and agent engagement.
Playvox
JULY 31, 2023
Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. Ensuring that employees can be a part of managing their schedule has big benefits.
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